Marketing & Member Experience Officer

The Public Service Superannuation Scheme (PSSS) is seeking a proactive and customer-focused Marketing & Member Experience Officer II to support service delivery within the Benefits Department. This role is ideal for professionals pursuing entry-to-mid level marketing and customer service careers at PSSS and those interested in public sector member experience jobs in Kenya. The position focuses on frontline customer support, marketing execution, and day-to-day member engagement.

Key Job Information

• Position: Marketing & Member Experience Officer II
• Reference Number: PSSF/064/2025
• Organization: Public Service Superannuation Scheme (PSSS)
• Department: Benefits
• Location: Kenya
• Employment Type: Full-time, Permanent
• Experience Level: Officer Level
• Salary Range: As per PSSS remuneration guidelines

About the Public Service Superannuation Scheme (PSSS)

The Public Service Superannuation Scheme (PSSS) is a statutory pension scheme responsible for managing and administering retirement benefits for public service employees in Kenya. The Scheme is committed to delivering reliable, transparent, and member-focused services while upholding high standards of governance and accountability.

As part of its mandate, PSSS places strong emphasis on effective member communication, responsive customer service, and continuous improvement of the member experience. Professionals seeking public sector marketing and customer service jobs in Kenya will find PSSS to be a stable institution with meaningful national impact.

Job Description

The Marketing & Member Experience Officer II supports the execution of customer service and marketing activities by providing timely responses to member enquiries, supporting complaint resolution processes, and assisting with marketing initiatives. The role is a key frontline position that contributes directly to member satisfaction and the overall public perception of the Public Service Superannuation Scheme.

This opportunity is well suited for candidates searching for Marketing & Member Experience Officer jobs in Kenya and those interested in building long-term careers at PSSS within customer experience and public sector service delivery.

Key Responsibilities

• Responding promptly and professionally to customer enquiries and complaints through various communication channels.
• Obtaining, reviewing, and evaluating relevant information to effectively handle member complaints and service inquiries.
• Accurately recording details of comments, enquiries, complaints, and actions taken in the designated systems.
• Distributing marketing and member education materials in line with approved campaigns.
• Participating in marketing events, outreach programs, and member engagement activities.
• Ensuring the safekeeping and proper handling of marketing and promotional materials.
• Undertaking daily administrative tasks related to customer service operations.
• Monitoring, updating, and responding to inquiries on the Scheme’s social media platforms.
• Answering incoming customer calls and providing accurate information on services and benefits.
• Providing members with clear information on products, services, and procedures.
• Completing call notes, call reports, and updating customer interaction records within the system.

Required Qualifications

• Bachelor’s Degree in Social Sciences, Business Administration, Marketing, or a related field from a recognized institution.
• Proficiency in computer applications, including customer service and office productivity tools.
• Fulfillment of the requirements of Chapter Six (6) of the Constitution of Kenya.
• Strong communication skills and a customer-focused mindset.
• Ability to manage multiple enquiries while maintaining service quality standards.

Preferred Qualifications

• Experience in customer service, call center operations, or marketing support roles.
• Professional membership with a relevant body will be an added advantage.
• Familiarity with social media management and digital customer engagement.
• Understanding of public sector service delivery or pension administration environments.

Benefits and Compensation

This role offers a competitive compensation package aligned with public service guidelines. Employees benefit from job stability, structured career growth, and exposure to public sector marketing and member experience operations. For candidates exploring Marketing & Member Experience careers at PSSS, this position provides a strong foundation for long-term professional development.

How to Apply

Qualified candidates interested in this Marketing & Member Experience Officer II vacancy at the Public Service Superannuation Scheme are encouraged to submit their applications. Interested candidates should apply using the Apply Now button below.

This opportunity is suitable for professionals seeking Public Service Superannuation Scheme careers, marketing and customer service jobs in Kenya, and entry-level public sector member experience roles.